|
HOW
THE POLICY WORKS
1.
How do I report my cards or mobile phone lost or stolen?
You
should call us on 0870 780 1480 from within the UK and +44
870 780 1480 from outside the UK. A specially trained operator
will then take you through a simple process to collect your
details and will then transfer you to your card issuer or
mobile phone network in order that they can cancel your cards
or phone.
Top
2.
How do you cancel my cards if you don't know the numbers?
We
will help you to cancel your cards. We maintain a database
of all of the emergency numbers of UK card issuers. If your
cards are lost or stolen we will connect you directly to an
operator in your card issuer's lost or stolen card department,
in order for your card issuer to take the loss report from
you directly. This saves the worry of relying on a third party
to do the loss report for you, and you can rest assured that
only you have access to your data.
Top
3.
What if I have cards from more than one credit card company?
During
the loss reporting process we will help you identify all of
the cards lost and stolen. At that point we will give you
all of the emergency numbers, and will transfer you to the
issuer of your choice (usually your bank).
Once
you have completed this call you can choose to call any other
card issuers directly (we will give you the numbers), or call
us to transfer you. Remember as one of your policy benefits
we pay for the cost of these calls*.
Top
4.
What if my cards are lost or stolen in the UK?
You
can still call us on 0870 780 1480 and we will help you report
them lost or stolen. But you will not be eligible for the
other assistance and insurance benefits for UK losses.
Top
5.
Do I receive a record of the loss report?
As
we facilitate a loss report directly with your card issuer,
we do not provide this. However your card issuer or mobile
telephone company will usually send you confirmation of the
loss report.
Top
6.
What if my partner's cards are lost or stolen?
If
you have paid for a couples or family policy your partner
can report their cards lost or stolen in the normal way.
Top
7.
Which cards can you help report lost or stolen?
We
can help you to report all UK issued credit, debit and charge
cards lost or stolen. We can also help you report many store
cards and foreign issued cards lost or stolen.
Top
8.
What happens after I have reported my cards lost or stolen?
Once
you have reported your cards lost or stolen the card issuer
(bank or credit card company) will put a 'stop' on the cards.
This means that you will not be liable for any transactions
that are charged to your cards after this time.
Top
9.
What if I find my cards after I have reported them lost or
stolen?
Once
you have reported your cards lost or stolen the card issuer
(bank or credit card company) will put a 'stop' on the cards.
This means that you will not be able to use them if you find
them. Your card issuer may ask that you destroy the cards
or that you cut them in half and send them to the issuer.
Top
10.
How will the bank know if there is fraudulent use of my card?
It's
usually up to you to report suspect transactions for the fraud
teams to investigate. When you report your card lost or stolen
the bank will ask you when you last used it. They may contact
you to ask if subsequent transactions are genuine (retailers
may take some time processing a genuine transaction), but
other than this it's up to you. You need to review your next
few statements carefully to check that all of the transactions
are genuine. If they're not, contact the card issuer.
Top
11.
What will the bank do if there is a fraudulent transaction
on my card?
The
bank will usually 'ring-fence' the transaction whilst they
investigate, for example on a credit card they may keep it
on your statement, but will not charge you interest on it,
nor expect you to pay it.
The
banks fraud department will investigate the transaction, and
will require some input from you. Once they confirm that it
is a fraudulent transaction they will reimburse you for the
cost (normally less £50 if the transaction happened
before you reported the card lost or stolen. Remember if the
transaction is the the result of a loss outside the UK we
will meet this cost*).
Top
12.
When will I get the new cards?
Replacement
cards should only take a few days to arrive. If you do not
receive them within a week (or on your return from holiday)
call your bank to check that they have not been 'lost in the
post'.
Top
13.
How will you contact me?
If
you have provided your home e-mail address, this will be our
primary means of contacting you. In an emergency we may use
any of the other contact details you have provided us (but
we will only use these in an emergency).
If
we cannot contact you via your home e-mail address, we will
write to you at your home address for non urgent communication.
Top
14.
How do I claim?
This
is covered in more detail on the 'how to claim' page in the
'policy resources' section.
We
have tried to make this process as easy as possible.
Top
15.
How do you authorise my claim?
Firstly
we check that the things you have claimed for are covered
by your TravellersSOS policy and that you complied
with the policy terms and conditions. Then we check the documentary
proof you have provided to support your claim and make any
other enquiries that we feel are necessary (which you authorise
us to do on the claim form). For example, this can include
talking to your card issuers or your travel insurance company.
Once this is completed we send you a cheque for what is due.
This normally takes about 14 days from receipt of your completed
claim form.
Top
16.
How long does it take to authorise my claim?
Once
you have completed and returned your claim form to us, together
with any receipts or other documents requested, we will review
your claim and pay what is due within 14 days.
Top
17.
Are there circumstances when you will not pay any of my claim?
As
long as you comply with the terms and conditions of this policy,
including providing the documentary evidence we request, the
items you are claiming for are covered by the policy, and
you are not making a fraudulent claim, we will pay your claim.
Top
18.
How do you pay for the cost of the emergency card?
You
must have told us that you will arrange for an emergency card
replacement at the time you report the incident to us. You
will also not have received a cash, accommodation or ticket
advance from us. Your card issuer will charge you for the
cost of the emergency replacement card. You will complete
a claim form (available from the policy resources section
of this website) and provide us a copy of the relevant statement,
showing the cost of the replacement card. We will then refund
the cost of the card to you (subject to the policy limits).
Top
19.
Do you offer pre-travel advice?
Yes,
you can obtain pre-travel advise on Visas, currency, weather,
etc. by telephoning our usual number 0870 780 1480. As a TravellersSOS
policyholder you will also receive a regular e-mail newsletter
offering useful and informative pre-travel advice. And there
is a pre-travel advice section included in the policy resources
page.
Top
20.
I've moved, my mobile number / e-mail address / other details
have changed. What should I do?
If
any of your data changes - such as your address, payment card
details or your home e-mail address - you can update it online
via the update my details page within policyholders resources
section of this website. We will then pick this up within
24 hours and amend our database.
Or
(remembering to include your policy number) you can e-mail
us your with both the new and the old details and we will
make the change for you.
However,
you should not update your payment card details by sending
us the information in an e-mail. To update your payment card
details you can either update them online (via the secure,
encrypted update my details page of this website) or telephone
us on 0870 780 1480.
Top
21.
My credit card / bank details have changed - what do I need
to do?
Your
payment card details are held by Worldpay. You can update
them at the Worldpay customer administration website - http://wcc.select.worldpay.com/wcc/admin.
Or you can telephone Worldpay to update your records on 0870
742 7002.
If
your secure data changes - such as your credit card details
- you can update it by providing us the new details (you will
not be able to see the old details, as mentioned above they
are not stored online) via the update my details page of this
website. Again this data is encrypted. Or you can telephone
us on 0870 780 1480 and we will update your records for you.
You should not update these records by sending us an e-mail.
Top
Back
|
